My Orders Keep Getting Canceled

Question

Around 6/19/2016 my Wife and I each ordered an Alienware Area 51. My wife had her order canceled about 4 times until finally one of the orders ended up surviving the Dell ordering process and arrived last week. My order seemed to survive at first, however, it ended up getting canceled by Dell. I spoke with Dell online and was assured on 7/28 that my order was processing along just fine with no issues. However on 8/4 I checked again and was told that my order was canceled. I called Dell sales and placed the order again, only to have it get canceled again the next day on 8/5. I find it completely unacceptable that I was first of all lied to on 7/28 and second that an order that was placed on 6/19 did not get canceled until 8/4, this kind of a delay is just insane. Then it gets even worse when my new order that was supposed to resolve the issue and was placed over the phone got canceled the very next day for some unknown reason. I really do not understand what is going on with the whole ordering process and why this keeps happening. I am pretty close to being done with Dell and just building my own PC and start ordering HP workstations and servers for my business. I have ordered countless desktops, laptops, AIOs, workstations, and servers from Dell and had every intention of continuing to do business with Dell however these recent experiences have made me lose my brand loyalty for Dell. If someone could help steer me in the right direction and help me resolve this issue it would be greatly appreciated. I am willing to spend a decent amount of money on these Alienware Desktops but for some reason I keep getting the run around. I do not want to keep having to call someone to redo my order only to have it keep getting canceled and repeat the process over and over again. Thanks for your time.

robert p · Accepted Answer

Hi rafterman414,

Thanks for posting about your ordering experience. Unfortunately orders can cancel for a variety of reasons, some are manufacturing reasons, some are problems with the ordering system, sometimes there are problems with the bank accepting a purchase over the customers daily limit, or a problem with the financing.

Not sure what happened in this case, but I'd be happy to look into it for you. Please contact me privately and include your ordering details so I can access your records. Thanks.

Regards,
Robert

lovesexy · Answer

it is as if Dell does not want people to order from them. Their service and order support is so horrendous they only succeed in  pushing away customers.

Rafterman414 · Answer

Above are some pictures of the craziness. I have never had a harder time giving someone $5,000.

Out of all of these attempts (One didn't even appear on the list) only one computer was able to survive the order process and arrived, mind you the case was semi-broken but that is another issue.

I called Dell on the phone to get support: No Help. I emailed: No Help. Chat: No Help.

This is the last place I can turn to for support with my order otherwise my business will likely go elsewhere.

I know it has been no secret that Dell has not cared about home sales for several years now but as someone who deals with home and business orders I expect support from both sides of the house. A poor home sales experience makes me not want to deal with Dell for home or business sales. I am not locked into a single source vendor, I can go where I want. I chose Dell because things used to be easy with them, I can deal with a slight wait to receive a system as long as I actually receive it at some point and I don't have games played with my order. My last HP Home and Business orders have gone off without a hitch. So Dell let me ask you, "What have you done for me lately?" The answer: Not much.

Rafterman414 · Answer

Robert, I sent you a PM. Thanks for taking the time to reach out to me.

Rafterman414 · Answer

Well I am trying to place the order again. I ensured that my DFS account had been zeroed back out. I will post an update after I see if the order lived or not.

Edit: 8/9/2016 Placed the order again on 8/8/2016 over the phone crossing fingers, order is still alive.

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